Customer Journey Mining at ING DIRECT Australia

18:16Recorded on 18 June 2014 at TU Eindhoven

John Müller(ING, Netherlands)

As a data scientist during a project at ING in Australia, John struggled with finding the right kind of visualization that he could show to the business user. He discovered that process mining was the perfect tool for the job.

Synopsis

John Müller is a data scientist at ING bank. During a project of analyzing website data before the customer calls the help desk, it hit him that this data could be seen as a customer journey process. Just because a website has no specific order in which people have to click did not mean it is not possible to use process mining.

There was a clear start (the login), a clear middle (the switch to the call center) and a clear end (a hopefully satisfied customer hanging up). Analyzing the customer journey data with process mining changed the way questions were asked, because the process mining tool allowed the business user to explore their own process and find their own answers, thus using their domain knowledge to the fullest.

More from Process Mining Camp 2014

Monitoring Outsourced Processes

Oliver Wildenstein (MLP)

Many companies have outsourced processes, but are these processes really meeting the performance criteria that are in the contract? Without process mining, one has to believe the self-reports from the provider.

Process Mining in IT Service Management

Nicholas Hartman (CKM Advisors)

Typical management reporting is not actionable, because it is heavily averaged and the granularity is limited by pre-determined categories. Nick shows based on two IT Service Management examples how process mining helps to find the actual problem areas.

Process Mining and Official Statistics

Johan Lammers (CBS)

Official statistics are made via processes. To produce statistics of good quality, and as cost-efficiently as possible, process improvement and process mining can be used. Johan shows concrete results from analyzing the labor force survey process.

The Benefits of Process Mining in Auditing

Erik Davelaar (KPMG)

Process mining provides clear benefits – both for auditors and for the auditees. Erik demonstrates this based on three case studies. For example, process mining can help to understand and audit processes that are different in different countries.

Adopting Process Mining at the Rabobank

Frank van Geffen (Rabobank)

Frank shares their impressive journey of adopting process mining worldwide. In one of the projects, an IT service desk process could be improved such that after six months the team had reduced waiting time in aggregate by 72,000 hours.

Towards a Process Scientist

Wil van der Aalst (TU Eindhoven)

Wil talks about how process mining fits in the wider data science spectrum and which research programs will be coming up at the new Data Science Center Eindhoven (DSC/e). At the DSC/e, process mining will be combined with other data science techniques such as data mining and statistics, the internet of things, but also look at human and social aspects.

Process Mining Perspectives

Wil van der Aalst (TU Eindhoven), Marc Kerremans (Gartner), Neil Ward-Dutton (MWD Advisors), Frank van Geffen (Rabobank), Nicholas Hartman (CKM Advisors), and Christian Günther (Fluxicon)

A panel discussion about the state of process mining, and the process analytics market. Where are we in 2014, and what can we do to move the needle towards a wider adoption and use of process mining.

Explore Process Mining Camp 2014

© 2024 by Fluxicon BV, all rights reserved.
You can read our privacy policy here.

Page created in 15.2 ms.